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Industry Research : CIOs Find Integrating New Communications Channels with Legacy Systems a Key Challenge to Improving CX

#contactcenterworld, @imimobile

The majority (92%) of CIOs find integrating new communications with legacy systems a challenge, according to new research from global cloud communications software provider, IMImobile. This comes at a time when almost all (98%) CIOs feel under pressure to deliver the customer experience (CX) expected by both customers and the wider business. Businesses are increasingly expected to respond with the same level of speed and consistency whether using email, SMS, Facebook Messenger or new channels such as WhatsApp Business. However, more than half (52%) of CIOs admit they are unable to provide a truly connected and integrated customer communications experience across all channels and business systems.

Asked to consider the major barriers they face when it comes to delivering a frictionless customer experience, CIOs cited legacy IT systems (51%), data being spread across multiple systems (51%), and budget constraints (42%), as the top three blockers to progress.

"It is widely known that the ability to innovate and improve customer communications can make or break a business. Worryingly, the research lays bare the gap between the experience customers now expect, and what businesses are currently able to provide," said Aseem Sadana, EVP at IMImobile. "The challenge is that delivering a great customer experience is easier said than done. This is especially the case for large consumer facing enterprises, where fragmented, legacy IT environments make integrating new communications channels and processes very complex. Many of them also have data that is spread across multiple systems, with programmes and processes varying from department to department. CIOs must consider a centralised platform approach to orchestrate and automate communications across existing business systems and communications channels."

Coding and control challenges

CIOs also revealed some specific challenges they face around the piecemeal evolution of customer communications environments. Eight out of ten (83%) say their current development approach hinders their ability to change or create new customer journeys in a fast and agile manner. Most (88%) recognise that a low-code approach would increase their business agility and mean they were less reliant on specialist developer skills; 88% of CIOs are also keen to empower teams across the wider business to innovate new customer journeys such as customer services and marketing.

The research also uncovered that CIOs are struggling with control; almost nine in ten (88%) find it a challenge to ensure customer communications remain compliant with new regulations such as GDPR or PSD2.


A platform for success

CIOs are taking steps to overcome these barriers – at a fundamental level, this means moving towards a platform-oriented approach. CIOs understand the need to invest in a centralised cloud customer communications platform as our research indicates that 45% plan to invest in this area over the next 18 months. This would provide businesses with a unified view, putting them in control, and allowing them to work towards automating two-way digital customer interactions.

Adopting a platform approach, enables greater levels of automation across the customer lifecycle; the research shows that CIOs recognise just how crucial automation is for businesses to deliver proactive, two-way customer communications:

- More than four fifths (82%) fear an inability to automate customer journeys end-to-end will lead their organisation to fall behind competitors

- However, only just over a third (35%) are currently able to automate customer communications journeys from end-to-end

- Only half (50%) are automating customer communications journeys, while 45% say they plan to automate them in the next three years.

This research was conducted by Vanson Bourne, who surveyed 200 UK CIOs and senior IT decision makers at large enterprises.

#contactcenterworld, @imimobile

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About IMImobile:
Company LogoIMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisations that trust us to deliver smarter digital customer engagement solutions include Vodafone Group, O2, Telefonica, Aircel, Airtel, EE, AT
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Today's Tip of the Day - Monitor All Channels

Read today's tip or listen to it on podcast.

Published: Monday, June 24, 2019

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2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
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6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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